UNDP Shop E-commerce Operations Lead - IPSA 9 - Offiicebased

Entry Mid Leadership

Contract

This is a IPSA-9 contract. This kind of contract is known as International Personnel Services Agreement. It is normally internationally recruited only. It usually requires 2 years of experience, depending on education. More about IPSA-9 contracts.

Background

Instructions to Applicants: Click on the "Apply now" button. Input your information in the appropriate Sections: personal information, language proficiency, education, resume and motivation. Upon completion of the first page, please hit "submit application" tab at the end of the page. Please ensure that CV or P11 and the Cover letter are combined in one file.

The following documents shall be required from the applicants:

Personal CV or P11, indicating all past positions held and their main underlying functions, their durations (month/year), the qualifications, as well as the contact details (email and telephone number) of the Candidate, and at least three (3) the most recent professional references of previous supervisors. References may also include peers.

A cover letter (maximum length: 1 page) indicating why the candidate considers him-/herself to be suitable for the position.

Managers may ask (ad hoc) for any other materials relevant to pre-assessing the relevance of their experience, such as reports, presentations, publications, campaigns or other materials.

Office/Unit/Project Description

The Bureau of External Relations and Advocacy (BERA) is responsible for positioning UNDP as the world’s leading global development network, promoting its global authority and thought leadership on sustainable development and the interconnected issues of poverty, inequality, and climate change. BERA leads and supports UNDP in building and nurturing strategic relationships and alliances essential to achieving its mission.

Within BERA, the Advocacy, Marketing and Communications Group (AMCG) leads and manages external communications through strategy, media, digital communications, marketing, branding and global storytelling. The Brand and Marketing Team (B&M) in the Communications Group manages UNDP’s brand and creates marketing products and resources to promote UNDP and the Sustainable Development Goals (SDGs), ensuring that messages resonate and gather support from audiences that span from government decision-makers to the general public. It manages the Marketing Services Hub which operates as UNDP’s in-house agency, managing a roster of external experts to produce marketing communications projects for teams and leverage the expertise of the Brand and Marketing team to provide high-quality communication services aligned with the UNDP brand, tone and visual guidelines.

The team also manages the online UNDP Shop https://shop.undp.org/, a fast-growing initiative that empowers people around the world to promote the SDGs. The UNDP Shop was launched in April 2017 as a pilot with the aim of creating a line of useful products with good design that can help UNDP improve its image and create awareness for the 2030 Agenda and the important work UNDP is doing to help countries reach the Sustainable Development Goals (SDGs). It is a way for the wider public to connect and support UNDP’s work, as well as an excellent marketing opportunity. The UNDP Shop is hosted on Shopify and ships (mostly from the US) to all United Nations Member states. More information on how the Shop operates can be found in our FAQs section https://shop.undp.org/pages/faqs

A new omnichannel strategy has been defined and launched since February 2022, to revitalize the UNDP Shop si

te in terms of marketing and outreach. The UNDP Shop E-commerce Operations Lead will be hired to lead on operations, logistics, procurement for the UNDP Shop, managing day-to-day supply chain tasks, curating relationships with vendors and corporate (B2B) clients, identifying opportunities and pain points and providing state-of-the-art operations solutions, to improve performance, increase efficiency in product and stock management, drive sales and bulk orders.

Institutional Arrangement

Reporting to the Brand & Marketing Specialist of the B&M Team, the selected candidate will act as the UNDP Shop E-commerce Operations Lead , managing, improving and optimizing UNDP Shop’s supply chain including procurement, logistics & shipping, corporate (B2B) customer management.

The UNDP Shop E-commerce Operations Lead will oversee day-to-day operations and be involved in the marketing aspects related to UNDP’s e-commerce platform by proposing initiatives to drive efficiency and increase sales. This will include but not be limited to benchmarking direct competitors, identifying and proposing new and innovative products, exploring options to improve stock management, national/international shipping, Customer Relations Management (CRM). The UNDP Shop E-commerce Operations Lead will also oversee daily order fulfillment operations and be a champion in quality standards for order and return management, improving speed and accuracy and ensuring timely issue resolution.

The UNDP Shop E-commerce Operations Lead will report to the Brand & Marketing Specialist of the B&M Team. The selected candidate will be required to liaise with external clients and vendors as well as with internal teams as needed. They will also work in close collaboration with the UNDP Shop Assistant, providing support and guidance as needed.

Duties and Responsibilities

Scope of Work

The selected candidate will be required to:

1. Operations Management:

• Ensure financial viability of all UNDP Shop’s operations and related initiatives
• Research and implement innovative ways to improve operations, especially logistics and customs clearance for international orders
• Look for opportunities to make operations “greener” by reducing waste, using recycled materials, and sourcing products that cause minimal or no environmental impact
• Ensure shop.undp.org site and product pages are up to date and free of errors
• Keep operations manual and all operation Standard Operating Procedures (SOPs) up to date.

2. Order Fulfillment:

• Manage all bulk, corporate (B2B) and customized orders
• Oversee and support the fulfilment of all regular customer (B2C) orders, returns and related operations

3. Inventory Management:

• Manage inventory and maintain stock efficiently
• Assess existing product management infrastructure and foster the introduction of any needed innovations in SOPs, tools and services that can help improve inventory management
• Improve products catalogue, leading on the development and sourcing of new products, engaging with the rest of the team as well as with vendors, from ideation stages to final procurement

4. Customer Relations Management (CRM)

• Ensure B2B and B2C customer expectations are met and exceeded during the entire order lifecycle and post-shopping experience
• Improve resolution time for open client cases on orders, working in close collaboration with the UNDP Shop Assistant to optimize customer support
• Assess existing CRM infrastructure and foster the introduction of any needed innovations in SOPs, tools and services that can help improve customer management, including for profiling and marketing purposes
• Nurture leads and closely manage key customer accounts to ensure stability and growth among our B2B clients
• Define insight-based discount policies and opportunities for large orders and repeat customers (B2B focus)
• Propose improvements to the shop to maximize reach and engagement of users, while maximizing operating margins
• Build and execute protocols for timely resolution of any recurring issues

5. Reporting and Analytics:

• Contribute to qualitative and quantitative reporting weekly and monthly
• Closely monitor and report on financial data, Return on Investment (ROI), conversions as tied to marketing initiatives and new opportunities.

Competencies

Competencies

Core

Achieve Results:

LEVEL 1: Plans and monitors own work, pays attention to details, delivers quality work by deadline

Think Innovatively:

LEVEL 1: Open to creative ideas/known risks, is pragmatic problem solver, makes improvements

Learn Continuously:

LEVEL 1: Open minded and curious, shares knowledge, learns from mistakes, asks for feedback

Adapt with Agility:

LEVEL 1: Adapts to change, constructively handles ambiguity/uncertainty, is flexible

Act with Determination:

LEVEL 1: Shows drive and motivation, able to deliver calmly in face of adversity, confident

Engage and Partner:

LEVEL 1: Demonstrates compassion/understanding towards others, forms positive relationships

Enable Diversity and Inclusion:

LEVEL 1: Appreciate/respect differences, aware of unconscious bias, confront discrimination

Cross-Functional & Technical competencies

Thematic Area

Name

Definition

Operations Management

Operations Management

Ability to lead on successful operations strategy and “A-to-Z” execution, optimizing current strategies, tools, processes for national and international orders of all sizes

Product Strategy

Product Strategy

Ability to manage product improvement across concept, orders, stock management, procurement and inventory

B2B Customer Care

B2B Customer Care

Ability to nurture leads and support bulk and customized customer orders from start to finish

Project Management

Project Management

Ability to plan, organize, prioritize and control resources, procedures and protocols to achieve specific goals and generate revenue for the UNDP Shop

Required Skills and Experience

Minimum Qualifications of the Successful IPSA

Min. Education requirements

• Master’s-level Degree in Business, Logistics, Supply Chain Management, Marketing, Administration, Business Management, Communications, Liberal Arts, Political Science or other relevant field, with two (2) years of relevant experience. Or Bachelor’s Degree relevant field, with relevant experience of at least four (4) years.

Min. years of relevant work experience

• Two (2) years of work experience (with Master’s) required in business operations, e-commerce, supply chain management, business management, customer service, retail management and/or other relevant field;
• Four (4) years of work experience (with Bachelor’s degree) in the fields above.

Required skills

• Proven previous experience managing budget and operations for e-commerce platforms
• Proven previous experience delivering customer service/key account management -- (with focus on B2B clients is desirable)
• Proven previous experience handling orders, stock and inventory --(including logistics and shipping standpoints is desirable)

Desired skills in addition to the competencies covered in the Competencies section

• Experience within the United Nations System or similar organization,
• International experience in business operations, e-commerce, supply chain management, customer-service and/or another relevant field
• Previous experience managing Shopify-based e-commerce platforms
• Proven ability in using insights to design e-commerce strategies that help drive conversions and generate ROI
• Familiarity with the Sustainable Development Goals (SDGs) is desirable
• Experience with Gorgias is desirable
• Familiarity with Mailchimp is desirable
• Experience working in retail, marketing is desirable

Required Language(s)

Fluency in written and spoken English.

working knowledge of other languages will be considered an asset

Apply now

Added 1 year ago - Updated 1 year ago - Source: jobs.undp.org